Processing Refunds – June 2020

Further to the email we sent on Tuesday 5th May, we will begin processing refunds in batches starting Wednesday 10th June. As outlined METNS ECA will provide a refund of 80% of payments for any activity / activities that children were enrolled in.

Step 1 – Your booking will be cancelled

You will receive an email confirming the cancellation.

Step 2 – 80% of your payment will be refunded to your original payment card

You will receive an email confirming your refund has been processed. The email will include the:

  1. Receipt ID – e.g. Receipt #1234-5678
  2. Amount refunded, e.g. €44.00
  3. Refund date, e.g. June 4, 2020
  4. Last 4 digits of the card the amount was refunded to, e.g. VISA – 9999

Note: Separate bookings will be processed separately.

If you have any further questions or have not received your refund by 30th June please reach out to us using the ECA Coordination Team Google Form.

As ever, we thank you all for your continued support and engagement and we hope to see you all back at METNS in September.

Best wishes and stay safe,

ECA @ METNS

Frequently Asked Questions

How do we apply for Financial Assistance?

METNS encourages all children to take part in the vital life of the school including after-school activities. Please do not let financial constraints prevent your child from participating in the METNS ECA programme.

You must use the online booking system to book your space in the METNS ECA programme! Following your completed booking, a member of staff will speak with you in confidence about your request for financial assistance.

Add your chosen ECA to your basket and proceed with your booking:

Enter ‘ASSISTANCE‘ (case-sensitive) in the discount code box:

Click ‘Apply’:

The total cost of your basket will be zeroed so you can proceed and confirm your booking without requiring payment.

A member of staff will speak with you in confidence about your request for financial assistance.

Where can we find our booking reference?

Your booking reference is 5 characters, e.g. NH2FN, and is displayed on the confirmation page of your booking:

You should also receive an email confirming your booking which includes your booking reference in the email subject and the main body of the email:

Your booking reference should always be included in any communications with the ECA Coordination Team.

What is the 'waiting list' and how does it work?

As always, there are limited places in many ECAs and places are offered on a ‘first-come first-served’ basis.

When an ECA is fully booked you will see a ‘Fully booked’ notice:

You can join the waiting list by clicking on ‘Join waiting list’ and entering your full name, email address, and mobile phone number:

If a space becomes available in a previously fully booked ECA, waiting list processing will automatically begin and the people on the waiting list will be emailed in order. The delay time between emails is set at 60 minutes. Note that on launch day the delay time is managed automatically by the system in order offer spaces as efficiently as possible and to account for ‘abandoned’ baskets, etc.

Waiting list processing is enabled between 12:00 and 19:00 daily until system close on Friday. If you receive an email offering you a space we suggest you act fast! After the delay time has passed the space will be offered to the next person on the waiting list – until the place is filled.

Waiting List Clarification: If you are on the waiting list and receive an email offering you a space please be aware that the space is not guaranteed until you enter the booking process and check out.

Waiting list processing is probably best explained by means of an example:

  • ‘Guitar’ is fully booked and a waiting list has opened
  • Mary opts to join the waiting list – she joins and is in position #1;
  • John opts to join the waiting list – he joins and is in position #2;
  • 1 space becomes available in ‘Guitar’ – waiting list processing automatically begins;
  • Mary, in position #1, is immediately offered the 1 space in ‘Guitar’;
  • 60 minutes pass and Mary has not acted on the offer of the space – maybe she didn’t see the email;
  • John, in position #2, is now offered the same space;
  • 25 minutes pass and John still has not acted on the offer of the space – he is otherwise engaged;
  • 90 minutes after initially receiving the offer of a space (which is 30 minutes after John has been offered the space) Mary checks her email, sees the offer, clicks through to the booking system and books the 1 remaining space;
  • John checks his email 5 minutes later, sees the offer and clicks through to the booking system only to find there are no (more) spaces as Mary has taken the space!

How many spaces are available in each ECA?

There are a different number of spaces available in each ECA. Once you click on an ECA the number of spaces (still) available will be clearly visible:

When there are no spaces available you can join the waiting list for the ECA:

How do we cancel an activity on our booking?

Ticket cancellation / transfer is only available when waiting list processing is active – see FAQ: “What is the ‘waiting list’ and how does it work?”

You can cancel booked activities individually by clicking the ‘View booking’ link in your confirmation email:

You will be brought to an online view of your booking:

Click ‘Ticket Options’ on the ECA you wish to cancel:

Click ‘Cancel ticket’ and confirm you wish to cancel the ECA ticket:

Your ‘ticket’ for the chosen ECA is now cancelled:

Simply repeat the above steps to cancel more ECA tickets.

We request that you reach out to the ECA Coordination Team to ensure any refund due is processed in a timely manner.

Can we transfer to another activity?

Ticket cancellation / transfer is only available when waiting list processing is active – see FAQ: “What is the ‘waiting list’ and how does it work?”

You can transfer a ticket once for an ECA to another ECA costing the same or costing less. If the ECA is the same cost then once you have completed the transfer you do not need to do anything further. If the ECA you transfer to costs less then you will be due a refund of the difference. We request that you reach out to the ECA Coordination Team to ensure any refund due is processed in a timely manner.

You cannot transfer a ticket for an ECA to another ECA costing more. In this case we recommend you book a ticket for the more expensive ECA first and then cancel the ticket for the ECA you no longer require. We request that you reach out to the ECA Coordination Team to ensure any refund due is processed in a timely manner.

Click the ‘View booking’ link in your confirmation email:

You will be brought to an online view of your booking. Click ‘Ticket Options’ on the ECA you wish to cancel:

Click ‘Transfer ticket’:

Choose the new ticket:

Click ‘Save’ to confirm your new choice of ticket.

We request that you reach out to the ECA Coordination Team to ensure any refund due is processed in a timely manner.

We think we're due a refund - what do we do and when will we be refunded?

If you have cancelled an ECA ticket or transferred to an ECA ticket of a lower cost then you are most likely due a refund. We request that you reach out to the ECA Coordination Team to ensure any refund due is processed in a timely manner.

We use Stripe to process all card payments and once a refund is processed on our end via Stripe the refund requests to your bank or card issuer immediately. Depending upon the bank or card issuer, you should see the refund as a credit approximately 5-10 business days later.

Some refunds – those issued shortly after the original charge – appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off your statement, and a separate credit is not issued.

We have a question / problem, how do we contact the ECA Coordination Team?

We have chosen to use Google Forms to streamline queries / support requests for the ECA online booking system.

By completing the Google Form you give us permission to use any contact details you provide – typically your email address and mobile phone number – to assist you.

Before filling out the form please ensure you have the following to hand:

  • Your Email Address;
  • Your Mobile Phone Number;
  • Your Booking Reference if related to an existing booking; and
  • Full details of any notices or error messages!

ECA related queries or support requests should be submitted via the ECA Coordination Team Google Form.

© 2020 Monkstown ETNS. Roll # 20060G. Registered Charity # 20118648.

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